Service Level Agreement

Service Level Agreement #

Last Updated: September 04, 2023

See What’s Changed

  1. Definitions and Interpretations

    1. The following definitions apply:
      Support Number
      The designated Support number is 1300 692 265
      Support Desk
      The Support Desk accessible at https://support.biza.io
      Business Hours
      Business Hours are defined as 9:00 AM to 5:00 PM Australian Eastern Standard Time, excluding National and QLD Public Holidays
      Production Support Hours
      Production Support hours are defined as 24x7 and available by specifying Option 9 via the Support Number.

  2. Service Levels

    1. General Support: Biza will provide support services by way of an online Support Desk and via the designated Support Number during Business Hours
    2. Production Support: For issues identified as Severity 0 & 1 the Production Support Hours will apply with the following stipulations:
      1. Production Support is strictly limited to emergency outage situations only and;
      2. Support requests deemed outside of scope will attract a call-out charge equivalent to the daily rate of a CDR Specialist as specified within the relevant Master Services Agreement

  3. Response Times: The following table outlines the agreed response times:

    Severity Initial Response Ongoing Response
    0 1 hour or as agreed 1 hour or as agreed
    1 1 hour or as agreed 1 hour or as agreed
    2 4 business hours 4 business hours
    3 1 business day 1 business day
    4 2 business days 2 business days

  4. Support Severity Level Definitions

Opening a support case online can make it easier to share technical information, related error messages and relevant system information with your Biza Support representative. Following the online submission with a phone call can reduce response time as well as potential errors in the capture of information.

The following table outlines the severity classification definitions:

Severity Description
Severity 0 (Critical) A problem which represents a significant potential security impact, uncontained loss of customer data or complete system outage. This situation is likely to require an immediate suspension of service until rectification is completed.
Severity 1 (Urgent) A problem that severely impacts your use of the capability within a production environment, for instance a loss of production data or when the production environment is not functional. This situation halts your business operations and no procedural workaround exists.
Severity 2 (High) A problem where the software or platform is functioning but your use in a production environment is severely reduced. This situation has a high impact on portions of your business operations and no procedural workaround exists.
Severity 3 (Medium) A problem that involves the partial, potentially non-critical loss of use of the software within a production environment or testing environment. For production environments there is a medium to low impact on your business but, your business continues to function including through the potential deployment of a procedural workaround. For testing environments, where the situation is causing your project to no longer continue or migrate into production.
Severity 4 (Low) A general usage question, reporting of a documentation error or a recommendation for a future product enhancement or modification. For production environments there is low to no impact on your business or the performance or functionality of your system. For development environments, there is a medium to low impact on your business, but your business continues to function, including by using a procedural workaround.